IDEAL TRIDON We are the global leader in worm gear, t-bolt, band, strut, specialty clamps, hose supports, conduit, fastening solutions, fittings, and couplings. Our products meet the highest standards demanded by global customers. A commitment to service and dedication to quality drive us each day. While billions of
Ideal Tridon products have sealed critical connections for our customers, we continue to push the boundaries of innovative design. Our legacy and proven capabilities ensure that we're well-positioned to support new applications and emerging markets. At
Ideal Tridon, whether it's the performance of our products or the responsiveness of our service, connections are at the heart of what we do.
POSITION SUMMARY We are looking for a high-energy, multi-tasker, customer-oriented service representative with experience working in a fast-paced manufacturing environment. The customer service representative (CSR) will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The selected individual must be a natural problem solver, confident at troubleshooting and utilize investigative skills to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. Other duties will require a very detail oriented individual while processing new purchase orders and making revisions/ changes to existing orders according to the established department procedures. Assist in quoting standard product to representatives. Data Entry consists of entering data into multiple computer programs. This position is accountable for being responsive to customer needs and sending leads to representatives.
RESPONSIBILITIES - Manage large amounts of incoming calls
- Generate sales leads
- Work closely with the Production Scheduler to determine new ship dates for customers
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/customer service team sales targets and call handling quotas
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Frequently walking and communicating with warehouse
- Updating data from ERP System
JOB REQUIREMENTS - Proven customer support experience or experience as a client service representative
- Track record of over-achieving quotas
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer-oriented and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- Proficient in Excel & creating spreadsheets
- Ability to learn and retain knowledge about our products and components
- Understand lead times to create new ship dates
- High energy & multitasker as must
- Enjoys working in a fast-paced manufacturing environment
EDUCATION AND EXPERIENCE REQUIREMENTS High school diploma or GED
Must pass Basic Skills Test as required by ISO
Proficiency with Windows - Word, Excel and Outlook
Strong desire to achieve and maintain a high level of customer satisfaction
Excellent phone skills
2+ years customer service experience
10-Key experience
Good written and communication skills
Minimum 2 years of Team Lead experience, leading teams, or groups of people
Minimum 2 years of production experience
Knowledge of manufacturing processes
Demonstrated ability to direct and guide team members
Must have reliable transportation
WORK ENVIRONMENT: Factory Setting with Noise, sometimes uncontrolled temperatures.
Benefits: - 401(k) matching
- Medical, Dental, Vision insurance
- Employee assistance program
- Flexible Spending Account
- Health Savings Account
- Life insurance
- Paid time off/Sick time off
- Referral program
EEOC STATEMENT Ideal-Tridon is an Equal Opportunity Employer. Any recruitment, selection, promotion, transfer, discipline, compensation, training, and other personal actions involving persons in all job titles shall occur regardless of race, veteran/military status, color, disability, religion, age, national origin, genetic information, sex, and any other characteristic protected by law.
PHYSICAL DEMANDS AND WORK ENVIRONMENT: The ideal candidate must be able to complete all physical requirements of the job without reasonable accommodation as you will frequently walk, use hands and fingers to handle or feel, operate, activate, inspect, place, detect, position, grasp or squeeze, stoop, kneel, crunch or crow, climb, talk/hear to communicate, detect, converse with discern, convey, exchange information; see to detect, distinguish, identify, inspect, estimate. Perform frequent repetitive movement, lifting, pushing, and pulling; up to 70 lbs., drive vehicles and operate equipment. This position requires assistance from coworkers when handling heavier items since Load pallets and skids may be up to 35-feet long and weight up to 200 lbs. Must wear required hearing and/or eye protection.
NOTE: All duties and responsibilities are essential functions and requirements and are subject to modification to accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.